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- Tasks: Lead a team ensuring smooth document collection for car sales.
- Company: Motorway is the UK's fastest-growing used car marketplace, transforming how people sell cars.
- Benefits: Enjoy a supportive team environment and opportunities for personal growth.
- Why this job: Make a real impact in a dynamic role with a collaborative culture.
- Qualifications: Experience in team leadership and customer service is essential.
- Other info: Join a tight-knit team and thrive on problem-solving and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About Motorway
Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an \’Excellent\’ Trustpilot rating with over 70,000 reviews. We\’re not just building a platform; we\’re changing how people sell cars.
Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we\’re on a mission to transform the used car market.
About the team
Hi I’m Lucy, Sales Support Manager at Motorway, and I’m looking for a Team Leader to join our Document Collection team. This team is the unsung hero of our post-sale process, ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents. We\’re a tight-knit bunch who thrive on problem-solving and collaboration, and we play a crucial role in making Motorway\’s magic happen. If you\’re looking for a role where you can make a real impact and work with a supportive team, this could be the perfect opportunity.
About the role
As a Document Ops Team Leader, you’ll be responsible for the overall performance of the document collection function. This includes supplier management and ensuring our SLAs are met across speed, accuracy, quality, and productivity. It’s a role with a degree of complexity, as the document collection process is nuanced, with dependencies on seller behaviour, multiple document types, strict verification policies and procedures, and time sensitivities. A key part of the role involves reporting and analysis, so you\’ll be expected to monitor performance in real-time to develop a deep understanding of operational dynamics. Due to the direct impact on numerous post-sale stakeholders, proactive communication is essential. Your responsibilities will include:
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Supplier Management: Proactively managing and collaborating with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements.
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Metric Ownership: Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.
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Team Leadership: Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.
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Performance Monitoring: Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).
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Communication: Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.
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Analytical Skills: Analysing data and information sets, breaking them down to identify patterns, trends, and insights.
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Problem Resolution: Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.
About you
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Proven experience in a team leader or supervisory role.
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Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.
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Experience using ticketing systems, such as Zendesk.
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Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.
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Strong time management and prioritisation skills to meet tight deadlines.
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Adaptability and flexibility to adjust to changing priorities and unexpected challenges.
You could be a great fit if
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You have prior experience in document verification, fraud detection, or related fields.
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You have experience working with BPO partners.
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You\’re passionate about delivering a great experience.
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You\’re a strong communicator who can explain complex information clearly.
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You\’re a proactive problem-solver.
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You\’re a team player who enjoys collaborating with others.
Our interview process
Our interview process contains the following stages:
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Qualifying Screen – 30 minutes
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Hiring Manager Interview – 60 minutes
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Final Interview (onsite depending on team) – 60 minutes
You can expect to hear back from us within a week of each interview stage. You\’ll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
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Document Support Team Leader employer: Motorway
Contact Detail:
Motorway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Document Support Team Leader
✨Tip Number 1
Familiarise yourself with the document collection process and the specific challenges it entails. Understanding the nuances of document verification and the importance of SLAs will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight any experience you have in coaching or mentoring team members, as this is crucial for the Team Leader role.
✨Tip Number 3
Brush up on your analytical skills by practising data interpretation and reporting. Being able to discuss how you've used data to drive performance improvements will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with BPO partners and how you've effectively managed supplier relationships. This will be key in demonstrating your ability to ensure service delivery meets expectations.
We think you need these skills to ace Document Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in team leadership and document verification. Use specific examples that demonstrate your ability to manage teams and improve processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly in supplier management and performance monitoring.
Showcase Analytical Skills: Since the role involves reporting and analysis, include examples of how you've used data to drive performance improvements in previous roles. Highlight any experience with key performance metrics or ticketing systems like Zendesk.
Prepare for Interviews: Research common interview questions for team leaders and be ready to discuss your problem-solving approach. Prepare to share specific instances where you've successfully managed a team or resolved challenges in a contact centre environment.
How to prepare for a job interview at Motorway
✨Understand the Role
Make sure you have a clear understanding of the Document Support Team Leader role. Familiarise yourself with the responsibilities, especially around supplier management and performance monitoring, so you can discuss how your experience aligns with these tasks.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership abilities. Discuss how you've successfully managed teams in the past, focusing on how you provided guidance and support to help team members achieve their goals.
✨Highlight Analytical Experience
Since the role involves a lot of data analysis, be ready to talk about your experience with metrics and performance monitoring. Share specific instances where your analytical skills led to improvements in processes or outcomes.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating complex information in a simple way, as you'll need to convey important details to both your team and senior stakeholders. Consider preparing a few scenarios where you successfully communicated critical information.
